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Business Profile

Cryotherapy

CRYO Science North America, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cryotherapy.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 22921833

    I am rejecting this response because: NO attempt was made to have a conference call. No rejection of resolution was giving. I discussed with ****** Bedouin a sales *** with your company who indicated a follow up would happen. No response has been received since then. I have the documentation to support this. The Company states a standard leak rate and even accepts they checked the machine and says it was functional after multiple complaints of higher evaporation then normal dropping to zero over a weekend on multiple occasion. It is hard to trust a dishonest company will ***air a broken unit when at their own admission they already cleared the unit as "good" and it continues to be faulty. They are not disclosing multiple ***orted severe drops in nitrogen levels over a short duration. And are falsely indicating their efforts to follow up. 


    Regards,

    **** *******








    Business Response

    Date: 02/17/2025

    CRYO Science has worked with Healthy Feet Podiatry to resolve any issues they may be having with their CRYO Penguin. We have responded to  them in a timely manner and sent a technician to their location to  diagnose any issues. The technician  confirmed the unit was operating properly..   After a significant delay, Healthy Feet then informed us of the 88% product loss referenced in the complaint.  To validate this, we offered to have the unit shipped, at our expense, to our operations facility to undergo a complete diagnostic analysis.  Details of the analysis procedure and results would be provided to Healthy Feet.  Any next steps, including repair or replacement, would be determined following this analysis.  Healthy Feet declined this option.  . Please note, evaporation is a normal occurrence with all liquid nitrogen storage systems, regardless of application, including industrial food freezing, medical sample storage, cryotherapy and many others.. This is due to chemical/physical properties of liquid nitrogen and is not application/device specific.  Our product manual states a net evaporation rate of 2-4% of storage capacity per day which is within industry standards for any application.  

    Our team has documented Healthys Feets correspondence with along with our responses.   Regarding email communication, we have been in contact with Healthy Feet Podiatry over past few weeks. A meeting request was sent last week for a conference call to discuss a resolution.  No response was received from Healthy Feet. Our team joined the call but ************ was not present.

  • Initial Complaint

    Date:10/24/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing a complaint regarding a purchase I made from Cryo Science on July 1, 2024. I paid $14,000 via bank draft for a Cryo Machine, with the agreement that it would ship within 60 days. Despite multiple attempts to contact them, I received no response for weeks. When I finally got through, they assured me the product would ship, but it has not.I have now requested a refund, but they are no longer responding. Over the past week, I have called 19 times with no reply. The last communication I received was an email on August 23rd, and since then, there has been no contact.This company has my money and has failed to deliver the product. I believe this is unethical, and I am requesting the immediate return of my $14,000.

    Business Response

    Date: 01/09/2025

    The machine was sent back to the consumer.

  • Initial Complaint

    Date:07/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On October 16th- We first reached out to let them know we were having issues with our unit and the Liquid Nitrogen was depleting faster than normal. We went back and forth between some support staff for about 2 months. *****, ****** and ****** were our primary contact. Even thought it was a maintenance update and that was not the case. No response for a period of time and so we reached out to ********************, who was the sales representative for the US. On April 19th. As they could not figure out why it was depleting so fast but nothing from pictures/descriptions were wrong. ****** sent over the manual and we then were told to send us a myriad of details (10+) that we had mostly previously sent back in November and nothing continued from there. Once we looked at the manual and noticed the warranty section we requested "based off the warranty a return authorization #" in hopes that it would move forward on May 14th. On May 29th was told there was a part that was coming, but no response to the previous request authorization number. June 7th, received item they sent, installed and got the unit filled with Nitrogen to test. We filled it on Tuesday and by Friday morning it was completely gone. Only lasted 72 hours with 1, 10 minute session. They said normally 3-5% evaporation per day. for a 50L unit, should last longer than 3 days to deplete. No response still regarding the warranty request. At this point we would like to see about repair, replacement, or a refund and we can ship the unit back,

CRYO Science North America, Inc is NOT a BBB Accredited Business.

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